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Training & certification opportunities for the Service Management & Contact Centre industry. 40 unique and interrelated programs for all levels in the organization. Delivered exclusively by industry experts.
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OMNITOUCH MASTER COURSE LISTING
JANUARY 2015
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For nearly 15 years, OmniTouch has been the
most respected source for industry education
in service & contact centre management
& service excellence
We deliver three powerful certification series to address the
development of -
The frontline & backline
Team Leaders & supervisors
Management & Professionals
Key support roles
The power of our curriculum is not just about ‘how many’ courses
we have or ‘how great’ they are…
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...It is about how all these courses were designed to work
together to strategically equip each job role & function with the
absolute best competencies and frameworks to succeed.
AS YOU WOULD EXPECT –
Omnitouch courses are delivered exclusively by recognized
industry experts & thought leaders.
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Our Professional & Management series 16 courses
Our Team Leader & supervisory series 9 courses
Our Frontline & backline series 15 courses
We teach –
People management, operations, customer
experience, service skills, sales skills, email writing
skills, upselling skills, leadership, engagement, live
chat skills, forecasting & scheduling, coaching
dealing with difficult situations, attitude and more
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Professional & Management series
16 Proven Courses
CEOs, Directors, General Managers,
Vice Presidents, Contact Centre &
Service Managers, Analysts, Forecasting &
Scheduling, Training, IT, quality Assurance,
Human Resources, Finance and more
Professional & management Operations & Productivity related –
Contact Centre Operations for Professionals Backline Operations for Professionals Telemarketing Operations for Professionals Workforce Management & Beyond for Professionals
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Professional & management People & Quality related –
People Management for Professionals How to Monitor & Coach Agents How to Design a Monitoring & Coaching Program Leadership & Engagement for Professionals How to Define Quality
Professional & management Customer Experience related –
Customer Experience for Professionals How to Design & Execute customer Survey Programs How to Design & Set-up an Effective Mystery Shopper Program
Professional & management Specialist Courses –
How to Prepare a Call Centre Budget Small Call Centres Delivering Big Results Presentation Skills that Power Your Message & Confidence How to Design & Write FAQs for Customer Service
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Team Leader & Supervisor RolesTeam Leader & Supervisor RolesTeam Leader & Supervisor RolesTeam Leader & Supervisor Roles
9 Proven Courses9 Proven Courses9 Proven Courses9 Proven Courses
Team Leaders, Team Managers,
Supervisors, Managers,
Middle Management
Operations & Productivity related –
Contact Centre Operations for Team Leaders Backline Operations for Team Leaders Telemarketing Operations for Team Leaders
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Team leader People & Quality related –
How to Be a Great Team Leader
People Management for Team Leaders
How to Monitor & Coach Agents
team leader Customer Experience related –
Customer Experience for Team Leaders
Team leader Specialist Courses –
Managing Yourself for Team Leaders
Presentation Skills that Power Your Message & Confidence
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Frontline & Backline RolesFrontline & Backline RolesFrontline & Backline RolesFrontline & Backline Roles
15 15 15 15 Proven CoursesProven CoursesProven CoursesProven Courses
Contact Centre Agents, Service
Centre Staff, Email Handling Teams,
Telemarketing Teams as well as their
Team Leaders, Management
& & Support Roles
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Frontline & backline Skills-based –
Service Skills for Outstanding Phone Based Service Service Skills for Outstanding Face to Face Service Managing Difficult Situations Connecting with Customers through Email How to Handle Written Complaints Consultative Telemarketing Sales for Professionals Advanced Sales Techniques Save the Day – Customer Retention Service Skills for Live Chat How to Upsell & Cross-sell Look, Think & Act for Retail & Hospitality
Frontline & backline Knowledge-based –
The Dynamic Contact Centre Understanding the Customer Experience Stress Management
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In everything we do we help our clients to
create greate experiences
Omnitouch Pte Ltd
The Atrium, 530A Geylang Road
Singapore 389486
Omnitouch Sdn bhd
The ampwalk 218 jalan ampang
Suite 03-19, kuala lumpur, Malaysia 55000
W: www.omnitouchinternational.com
LinkedIn: Daniel Ord / Marcus von Kloeden
